Also known as: dale
High performance callcontact centrecenter manager with years of demonstrated expertise in customer service, operational goals and quality assurance strategies. Balances execution of desired results while leveraging people, process and technology. Equally skilled in outbound campaigns, sales, coaching, motivating and mentoring teams from scratch, turning around underperforming programs, and monitoring metrics to improve existing programs. Highly collaborative and hands-on leadership style that empowers and motivates call centre staff to strive for excellence. years of tactical and strategic expertise working with cross-functional groups in identifying, developing and delivering on service level and the customer service experience. Avid and continuous learner of all things Customer Service. Frequent participant of industry related network groups and associations for the monitoring of service trends, best practices and emerging technologies Technical proficiency encompasses MS Office, Outlook, Lotus Notes, SAP, IEX TotalView, Peoplesoft CRM, Avaya CMS, Kana, Sharepoint, Nortel, Centrex, Verint, EZLabour, PBXACD, VPN, IVR, Auto Dialer, iHotelier, SaberVoice, Teledata, Tascom, POS
